ComplaintsforTransform Renovations & Custom Homes

• Initial Complaint

  10/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We started working with ***** and *** (Transform Renovations) in May of 2021. We were presented with several versions of quotations on what was supposed to be a fixed price bid. We had been quoted on the final proposal presented to us $********** (including GST) for the renovation of our house. We have paid at this point $************he proposal included custom cabinets to be constructed by *** throughout our home. We came to find out the majority of the cabinet parts (drawers, doors, drawer fronts) were purchased from a cabinet supplier while all documentation in our contract, in emails and on their website indicate *** builds the cabinets himself.We had an estimate done at our expense by a professional ******** ******** who put the work completed to date at roughly $********The business has refused to negotiate and has continuously tried increasing their accounting of the amount owed and attempted to force delivery of the cabinets after they were terminated.The business has only recently had any discussions with us and all have been through their lawyer. We have been attempting to negotiate a settlement since October of 2021.We would like to be reimbursed for our overpayment of their work.

  Business response

  15/02/2022

  Throughout our engagement with the Homeowners, and at all times afterwards, we have acted fairly and professionally. Our engagement with the Homeowners was to complete a major renovation project on their home. Throughout our work on the project, the Homeowners:
  (a) kept changing the scope of work after the project had commenced. This necessitated 6 revisions to the budget;
  (b) delayed the project by not making decisions; and
  (c) caused confusion with our trades by directing them and scheduling meetings with them without our knowledge.
  These actions by the Homeowners created a difficult work environment and increased costs. However, we still completed our work in a professional manner and free from defects. Throughout our work on the project, we would only bill the Homeowners for work completed and materials ordered.
  The Homeowners ultimately terminated our contract with them. At that time, we tried to be very reasonable with them. Where we could return product, we did. Where product had been purchased and ordered, and could not be returned, we offered this product to the Homeowners.
  Our contract with the Homeowners states that, "If Customer chooses to terminate the Contract after work has commenced, Customer will be responsible to pay Transform for all work done up to the time of termination and for all materials purchased with respect to the Scope of Work.” However, instead of accepting the materials (and against the terms of the contract), the Homeowners started to call our vendors and request the materials and our cost of the materials. The Homeowners also have outstanding accounts to us.
  In terms of the Homeowner’s complaint about the cabinets. We complied with the contract. As stated, we build our own cabinetry and designed everything to fit in their home, which is 100% custom. We use local vendors to source cabinet parts, which is clearly stated. In this case, the cabinet doors/drawer fronts and drawer boxes and drawer slides were all ordered, paid for, and were all painted to the colour the clients selected. However, the Homeowners refused the product and expected us to absorb the cost of this, which is not something we can do.
  At the end of the day, we have truthfully done nothing wrong We have offered comprises to the Homeowners with no meaningful response and have also suggested mediation, ***** *** ******** ******** ** *** **********.

  Customer response

  15/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  
  

  It addresses none of the issues addressed in our complaint and provides no resolution. ** **** ******** * ***** ********* **** ** **** ******** ********** 

  
  

  We have been looking for assistance with this business since ******** *** ***** We have for at least a month been pressing for either mediation or arbitration from this business.

  
  

  We stated our wish to go to mediation on ******* ***** **** in an email to the BBB.  We understand through our emails to ****** and *** at the BBB that this has been agreed to by both parties. 

  
  Sincerely,
  
  *********************************

  Business response

  12/04/2022

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** ********** ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******

  I have reviewed the response made by the consumer in reference to complaint ID .********, and find that Mediation is necessary.
  * ***** ** *** *** ***** ** ********* ** ********** ** **** *****  ***** ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩